1-26-006 Phase 1 Attachment A - Questionnaire.docx

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Attached to
Service, Asset, and Project Management Software - Phase 1
Solicitation number
26-006
Issued by
Winnebago County, Wisconsin

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This document is a questionnaire attachment for Walworth County, Wisconsin's solicitation (Number 26-006) for a comprehensive Information Technology Service Management (ITSM), IT Asset Management (ITAM), and Project Portfolio Management (PPM) software solution. The County seeks a unified platform to enhance resource management, asset tracking, service catalogs, request management, and project portfolio processes in alignment with ITIL and PMI standards. Respondents must complete this questionnaire to demonstrate their firm's qualifications, solution capabilities, and alignment with the County's core functional requirements, which include service helpdesk, asset management, forms and workflow, approvals, project management, and a self-service customer portal. The questionnaire requests acknowledgment of minimum qualifications, receipt of all addenda, non-debarred status, conflict-of-interest disclosures, Wisconsin business registration, and evidence of at least one government installation and three years of verifiable experience providing IT service, asset, and project management solutions.

The questionnaire requires respondents to detail their company information, including corporate headquarters location, years of industry experience, government sector experience, and participation in active cooperative purchase agreements. Vendors must comprehensively address solution capabilities across six major functional areas: Service Desk, Asset Management, Project Portfolio Management, User Support Portal, Integrations, and Reporting and Dashboards, as well as Implementation Services. For each of approximately 150 detailed requirements, respondents must indicate compliance status (Yes, No, or indicate if the item is Preferred versus Required) and provide supporting comments describing feature functionality, integration methods, and any limitations. The questionnaire also addresses technology capabilities including cybersecurity certifications, authentication methods, multi-factor authentication, secure data integrations, API specifications, and network security requirements. No specific pricing, contract term, award date, or response deadline information is provided within this questionnaire document itself.

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2-26-006 Phase 1 FINAL.pdf PDF

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ATTACHMENT A

Questionnaire #26-006 Service, Asset, and Project Management Software (ITSM) (ITAM) (PPM)

Name of Firm Responding: Click or tap here to enter text.

Address: Click or tap here to enter text.

Federal Unique Entity Identifier (UEI) Number: Click or tap here to enter text.

*Contact Name: Click or tap here to enter text.

Phone Number: Click or tap here to enter text. Email Address: Click or tap here to enter text.

*This should be the individual to provide clarifications, additional information, etc., if requested.

A. Acknowledgements and Qualifications

1. Proposer meets the minimum qualifications, specifications and requirements outlined in this request.

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2. Proposer acknowledges receipt and inclusion of all Addenda associated with this request. Indicate the number of addenda issued.

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3. Proposer acknowledges that neither the Proposer, its principals, nor proposed subcontractors/subconsultants are presently debarred, suspended, proposed for debarment nor declared ineligible from conducting business with Federal, State or local government.

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4. Respondent certifies that no real or potential conflicts of interest are known. If there is a perceived conflict of interest, please include a statement proposing remedial actions that would be taken to eliminate it. No conflict of interest should exist which would prevent the provider from representing Walworth County with respect to this proposal. Each provider must disclose all potential conflicts of which he or she has knowledge, or which may arise with respect to the representation of Walworth County on this proposal including, without limitation, any circumstances which would create the appearance of a conflict of interest. Walworth County will disqualify a potential provider if, in Walworth County’s sole judgment, such conflict would preclude effective representation by that provider.

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5. Respondent confirms it is licensed and incorporated to do business in the State of Wisconsin, which includes being registered with the Wisconsin Department of Financial Institutions (DFI), if required to be registered. If respondent is not required to be registered with DFI, provide supporting reasoning in the response.

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6. Respondent confirms the proposed solution has a minimum of one (1) installation with government application, preferably in a County setting.

☐ Yes ☐ No

Provide the total number of systems, including a listing of any State of Wisconsin and/or County systems currently in place:

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7. Respondent confirms it has a minimum of three (3) years of verifiable experience providing Information Technology Service, Asset, and/or Project management solutions.

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8. Respondent confirms that it possesses a proven record of performance and has adequate financial resources, qualified personnel, necessary equipment, and organizational capacity to satisfactorily perform the services specified herein if awarded the contract.

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B. Company Information

1. What is your firm’s corporate headquarters location and address?

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2. How many years has your firm been providing Information Technology Service, Asset, and/or Project management solutions?

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3. What experience does your firm have working with government agencies or organizations of comparable size and complexity?

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4. Is your solution available to municipalities through an active cooperative purchase agreement(s)?

☐ Yes ☐ No

If yes, please provide cooperative details below:

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C. Solution Capabilities

1. Does the solution use technology to offer cloud-based systems, if so, please describe?

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2. Does your software include the following modules or functionality?

(Please check all that apply) ☐ Service Desk ☐ Asset Management ☐ Project Portfolio Management ☐ User Support Portal ☐ Integrations ☐ Reporting & Dashboards ☐ Implementation Services

D. Desired Modules and Functionality For each core function and business requirement listed below, the Respondent must indicate whether the proposed solution provides the requested capability. The County has identified the following core functional areas: service helpdesk, asset management, forms, workflow, approvals, project management, and a self‑service customer portal.

If the Respondent is proposing a project‑management‑only solution, the Respondent must clearly explain how the proposed solution will integrate with other ITSM and ITAM systems. The response should describe available integration methods, supported standards or APIs, and any configuration or middleware required to achieve interoperability.

Each item has been identified by the County as either required or preferred. Respondents must also provide brief supporting comments describing how the proposed solution delivers the specified functionality. Supporting comments should reference relevant features, modules, workflows, integrations, or configuration options. If the proposed solution does not fully meet a requirement, the Respondent should explain any limitations or describe available alternatives.

Desired Modules/Functionality
Required by County?

(Yes/No/ Preferred) Does your solution comply?

SERVICE DESK (Helpdesk, Work Orders, Purchase Requests, etc.)
YES
☐ Yes ☐ No
1. Automatic Requests Intake Routing (example: email, category, & location)
Yes
☐ Yes ☐ No
2. Automation & Support Tools
Preferred
☐ Yes ☐ No
3. Change Management
Yes
☐ Yes ☐ No
4. Communication, Email, Ticket Response - Templates
Yes
☐ Yes ☐ No
5. Conversational AI Agent &/or Chatbot
Preferred
☐ Yes ☐ No
6. Email Integration & Collaboration
Yes
☐ Yes ☐ No
7. Enterprise Service Management (ESM) Integration
Preferred
☐ Yes ☐ No
8. Helpdesk Tickets, Work Orders, Procurement, & Organizational Project Intake
Yes
☐ Yes ☐ No
9. Incident Management
Yes
☐ Yes ☐ No
10. Individual and Department Calendar View
Yes
☐ Yes ☐ No
11. IT Asset Management (ITAM) Integration & Discovery (CMDB/CI)
Yes
☐ Yes ☐ No
12. ITIL Service Desk Standard Alignment (ITSM)
Yes
☐ Yes ☐ No
13. Knowledge Management
Yes
☐ Yes ☐ No
14. Microsoft Teams Collaboration Integration
Preferred
☐ Yes ☐ No
15. Problem & Escalation Management
Yes
☐ Yes ☐ No
16. Project Portfolio Management (PPM) Integration
Preferred
☐ Yes ☐ No
17. Release Configuration Management
Yes
☐ Yes ☐ No
18. Reports & Dashboards
Yes
☐ Yes ☐ No
19. Request Fulfillment
Yes
☐ Yes ☐ No
20. Schedule Ticket, Task, & Task Templates
Yes
☐ Yes ☐ No
21. Service Level Agreements (SLA) Management
Yes
☐ Yes ☐ No
22. Service Portal & Knowledge Base
Yes
☐ Yes ☐ No
23. Service Requests
Yes
☐ Yes ☐ No
24. Support Requests & Time Tracking
Preferred
☐ Yes ☐ No
25. Ticket Collaboration – Multiple Editors, Notify Other(s), & Posts
Preferred
☐ Yes ☐ No
26. Workflow, Automation, & Approvals
Yes
☐ Yes ☐ No

Comments:

ASSET MANAGEMENT
YES
☐ Yes ☐ No

1. Asset Attribute Fields

· Examples: MAC Address for WiFi & LAN, serial number, model, manufacture, etc.

Yes
☐ Yes ☐ No
2. Asset Costs & Budget Tracking
Preferred
☐ Yes ☐ No
3. Asset Network Discovery and CMDB/CI
Preferred
☐ Yes ☐ No
4. Asset Import & Export Capabilities
Yes
☐ Yes ☐ No
5. Asset Inventory, Tracking, Classification, Categorization, Lifecycle Management
Yes
☐ Yes ☐ No
6. Asset Relationship Management & Dependency Tracking
Preferred
☐ Yes ☐ No
7. Configuration Items Management (configs)
Preferred
☐ Yes ☐ No
8. Costs & Budget Management
Preferred
☐ Yes ☐ No
9. Custom Asset Fields
Yes
☐ Yes ☐ No
10. Hardware Lifecycle Management (Infrastructure & Endpoint)
Preferred
☐ Yes ☐ No
11. IT Asset Location Mapping
Preferred
☐ Yes ☐ No
12. IT Service Management Tracking & Integration
Preferred
☐ Yes ☐ No
13. Lab / Spare Equipment Management
Preferred
☐ Yes ☐ No
14. Manual Asset Management with Automatic Data Integrations with Microsoft Intune, SCCM, & Apple Business
Preferred
☐ Yes ☐ No
15. Physical Hardware Asset Management
Yes
☐ Yes ☐ No
16. Preventative & Proactive Maintenance Schedules and/or Scheduled Tickets & Tasks
Yes
☐ Yes ☐ No
17. Software Asset Management
Yes
☐ Yes ☐ No
18. Software Licensing Management
Yes
☐ Yes ☐ No
19. Spreadsheet & data integrations, imports, & exports (contacts, contracts, assets, etc.)
Yes
☐ Yes ☐ No
20. Vendor, Product, & Support Contact Information & Address Book
Yes
☐ Yes ☐ No

21. Vendor, Model, Software, & Solution Documentation & KnowledgeBase

· Documentation File Folder – internal virtual space & by make/model/sw

Yes
☐ Yes ☐ No

Comments:

PROJECT PORTFOLIO MANAGEMENT

The County will consider stand-alone Project Management solutions with a preference that it could be integrated with the chosen solution for the other modules desired

YES
☐ Yes ☐ No
1. Enterprise Project Portfolio Management (EPPM)
Yes
☐ Yes ☐ No
2. Multi-Dept. Project Secure & Collaborative Portfolio
Yes
☐ Yes ☐ No
3. Intake Project Request Forms, Workflow, & Approvals
Yes
☐ Yes ☐ No
4. IT Service Management (ITSM) & Enterprise Service Management (ESM) Integrations
Yes
☐ Yes ☐ No
5. IT Tickets & Project Integrations
Preferred
☐ Yes ☐ No
6. Email Integrations & Collaboration
Yes
☐ Yes ☐ No
7. Microsoft Teams Integration & Collaboration
Preferred
☐ Yes ☐ No
8. Monitoring, Reporting, & KPI Tracking
Preferred
☐ Yes ☐ No
9. Project Change & Configuration Management
Yes
☐ Yes ☐ No
10. Project Documentation Digital Folder
Yes
☐ Yes ☐ No
11. Project Intake, Approvals, & Governance
Yes
☐ Yes ☐ No
12. Project Management Visual Tools
Yes
☐ Yes ☐ No
13. Ghantt Charts, Waterfall, Agile, Wall Board, Calendar Views, etc.
Yes
☐ Yes ☐ No
14. Project Calendar and Project Portfolio Calendar
Yes
☐ Yes ☐ No
15. Individual and Department Calendar View (customizable)
Preferred
☐ Yes ☐ No
16. Project Plan & Charter – Templates, Playbooks, & Guides Folder
Preferred
☐ Yes ☐ No
17. Project Planning & Scheduling
Preferred
☐ Yes ☐ No
18. Project Portfolio Management (PPM)
Yes
☐ Yes ☐ No
19. PPM Agile Standup – Review Active List & Share Updates
Yes
☐ Yes ☐ No
20. Project Tasks Assignments
Yes
☐ Yes ☐ No
21. Project Time & Resource Tracking
Yes
☐ Yes ☐ No
22. Project Workspace – collaboration & documentation
Yes
☐ Yes ☐ No
23. Reporting & Dashboards (PPM)
Yes
☐ Yes ☐ No
24. Request Form: Idea, Initial Review, Budget, Plan, & Purchasing
Yes
☐ Yes ☐ No
25. Resource Management (labor & funding)
Yes
☐ Yes ☐ No
26. Risk & Issues Management
Yes
☐ Yes ☐ No
27. Service Catalog & Processes Defined
Yes
☐ Yes ☐ No
28. Stakeholder & Team Member Communication / Collaboration
Preferred
☐ Yes ☐ No
29. Task Management – life stages of a project with team members assignments
Preferred
☐ Yes ☐ No
30. Team Collaboration – Project Team Members
Preferred
☐ Yes ☐ No
31. Team Cross-Functional (Multi-Departmental)
Preferred
☐ Yes ☐ No
32. Team Member Task Assignments
Yes
☐ Yes ☐ No
33. Tool Integrations & Automation
Preferred
☐ Yes ☐ No

Comments:

USER SUPPORT PORTAL
YES
☐ Yes ☐ No
1. Communication, Collaboration, Alerts, HowTOs, Chat, more…
Yes
☐ Yes ☐ No
2. Dynamic Forms Building
Yes
☐ Yes ☐ No
3. Forms, Workflows, Security, Automation, & Customization
Yes
☐ Yes ☐ No
4. Knowledge Base
Yes
☐ Yes ☐ No
5. Low Code - No Code
Preferred
☐ Yes ☐ No
6. Public User Portal – PreAuthentication – No Authentication Required
Yes
☐ Yes ☐ No
7. Reporting & Dashboards
Yes
☐ Yes ☐ No
8. Request Forms (Helpdesk, Workorders, Purchases, Projects, etc.)
Yes
☐ Yes ☐ No
9. Secure User Portal – Authentication Login Required (SSO, IP-based, etc.)
Yes
☐ Yes ☐ No
10. Self-Service Website Portal, & KnowledgeBase,
Yes
☐ Yes ☐ No
11. Self-Service Conversational Chat &/or AI Agent
Preferred
☐ Yes ☐ No
12. Service Request & Incident - Requester Portal to Track & view Status
Yes
☐ Yes ☐ No
13. Trending Knowledge Base Articles
Yes
☐ Yes ☐ No
14. User Portal Contact Us & Department Information
Yes
☐ Yes ☐ No
15. User Portal General IT Requests
Yes
☐ Yes ☐ No
16. User Portal Knowledge Base w/ Categories
Yes
☐ Yes ☐ No
17. User Portal Multi-Department Sections (IT, Facilities, Purchasing)
Yes
☐ Yes ☐ No
18. User Portal Quick-links
Yes
☐ Yes ☐ No
19. User Portal Search
Yes
☐ Yes ☐ No
20. User Portal Service Catalog w/ Categories
Yes
☐ Yes ☐ No
21. User Portal Support Forms w/ Service Categories
Yes
☐ Yes ☐ No
22. Workflow Builder
Yes
☐ Yes ☐ No

Comments:

INTEGRATIONS
YES
☐ Yes ☐ No
1. Asset & Configuration Management
Yes
☐ Yes ☐ No
2. Automation & AI Tools
Preferred
☐ Yes ☐ No
3. Collaboration & Communication Platforms (email, MS Teams, remote desktop, etc.)
Preferred
☐ Yes ☐ No
4. Email Monitor & Integration w/ Attachments
Yes
☐ Yes ☐ No
5. Endpoint Device Management
Preferred
☐ Yes ☐ No
6. Microsoft Entra Verified ID & MFA
Yes
☐ Yes ☐ No
7. Mobile Device Management
Preferred
☐ Yes ☐ No
8. Monitoring & Event Management (system down alerts)
Preferred
☐ Yes ☐ No
9. Reporting & Analytics
Yes
☐ Yes ☐ No
10. Security, Authentication, & Compliance Systems
Yes
☐ Yes ☐ No
11. User Account Creation, Modification, Authentication (SSO, MFA, SCIM, etc.)
Yes
☐ Yes ☐ No

Comments:

REPORTING & DASHBOARDS
YES
☐ Yes ☐ No
1. AI Integration
Preferred
☐ Yes ☐ No
2. Contract Mgmt. Term Dates – Alerts & Tracking
Preferred
☐ Yes ☐ No
3. Calendar Dashboard
Yes
☐ Yes ☐ No
4. Custom Report Building Capabilities
Yes
☐ Yes ☐ No
5. Data-Driven Decisions Reports
Yes
☐ Yes ☐ No
6. Exportable Reporting
Yes
☐ Yes ☐ No
7. KPI Tracking
Yes
☐ Yes ☐ No
8. Real-Time Monitoring
Preferred
☐ Yes ☐ No
9. Report Templates
Yes
☐ Yes ☐ No
10. Role-Based Customization
Yes
☐ Yes ☐ No
11. Scheduled Reports w/ Email Capabilities
Yes
☐ Yes ☐ No
12. Service Level Agreement Tracking
Yes
☐ Yes ☐ No

Comments:

IMPLEMENTATION SERVICES
YES
☐ Yes ☐ No
1. Annual Review & Best Practices Assessment
Preferred
☐ Yes ☐ No
2. Asset Management Configuration & Import Assistance (ITAM)
Yes
☐ Yes ☐ No
3. Authentication (SSO+MFA) & Cybersecurity Configuration Assistance
Yes
☐ Yes ☐ No
4. Core Team Training (early in project timeline)
Yes
☐ Yes ☐ No
5. End User Training (if applicable)
Preferred
☐ Yes ☐ No
6. End User Get Started Training Guides
Preferred
☐ Yes ☐ No
7. Environment Setup, Config., and Optimization (on-prem or cloud)
Yes
☐ Yes ☐ No
8. Initial Best Practices & Recommendations
Yes
☐ Yes ☐ No
9. Initial System Design, Guidance, Build, & Configuration Assistance
Yes
☐ Yes ☐ No
10. Integrations Configuration Assistance
Preferred
☐ Yes ☐ No
11. Project Management Configuration Assistance (IT-PPM)
Yes
☐ Yes ☐ No
12. Reporting & Dashboard Design & Configuration Assistance
Yes
☐ Yes ☐ No
13. Service Desk Configuration Assistance (ITSM)
Yes
☐ Yes ☐ No
14. Test Environment Configuration Assistance (ITSM)(PPM)(ITAM)
Yes
☐ Yes ☐ No
15. User Portal Design, Build-out, & Configuration Assistance
Yes
☐ Yes ☐ No

Comments:

E. Solution Functionality For each overarching solution functionality item listed below, indicate whether the proposed solution provides the requested functionality. Each item has been identified by the County as either required or preferred. Respondents must also provide brief supporting comments describing how the proposed solution delivers the specified functionality. Supporting comments should be concise and may include references to system features, modules, workflows, configuration options, or other relevant capabilities. If the proposed solution does not fully meet a requirement, the Respondent should explain any limitations and describe any available alternatives approaches offered.

Solution Functionality Required by County?

(Yes/No/ Preferred) Does your solution comply?

1. Online Capabilities - The system will offer a user-friendly interface with online functionalities for ITIL, ITSM, ITAM, PPM, and self-service portal. System design shall be intuitive for both Walworth County staff and external users. Solution users shall have the online ability to request services & support via the online self-service portal.
Yes
☐ Yes ☐ No

Comments:

2. Online Communication - The system shall provide the ability for Walworth County staff to communicate with requesters and team members to gather additional information, determine requirements, determine timelines, provide resolution, provide status updates, etc.
Yes
☐ Yes ☐No

Comments:

3. Workflow Automation - The system shall have built-in workflow functionality to route requests and approvals. Updates, notifications, and task tracking shall be provided
Yes
☐ Yes ☐ No

Comments:

4. Reporting - The system shall provide reporting capabilities including standardized and customized reports. The system shall have the ability to generate reports, dashboards, project documents, etc.
Yes
☐ Yes ☐ No

Comments:

5. Installation of Software – The proposal shall include installation and configuration assistance of the proposed solution.
Yes
☐ Yes ☐ No

Comments:

6. Data Conversion and Migration - Data from the existing software system shall be manually migrated into the new system, including uploaded attachments and documents.
No
☐ Yes ☐ No

Comments:

7. Training - Comprehensive training shall be provided for IT staff on system usage and administration. Online training content available. Train-the-trainer model.
Yes
☐ Yes ☐ No

Comments:

8. 24/7 Tech Support - Solution tech support is necessary to ensure continuity of operations.
Yes
☐ Yes ☐ No

Comments:

9. Security Measures/Privacy & Compliance - The system must have demonstrated privacy and security measures for collecting payments, transmitting, storing, and/or utilizing personal data and identifiable images (such as photographs or video recordings).

(HIPAA, CJIS, IRS Pub. 1075 FTI, FERPA, PCI-DSS, NIST, SOC2)

Yes
☐ Yes ☐ No

Comments:

10. System Dashboard - System ability to display a dashboard of in use services and current status preferred for overall system monitoring and management
Preferred
☐ Yes ☐ No

Comments:

11. Cloud Based Platform - The County prefers a cloud-based solution for access and storage.
Preferred
☐ Yes ☐ No

Comments:

F. Technology Capabilities For each technology requirement listed below, indicate whether the proposed solution meets the requirement. Respondents should provide a brief explanation describing how the solution satisfies the requirement, including any relevant technical details, security controls, or architectural components that support compliance. If the proposed solution does not fully meet a requirement, the Respondent should clearly describe any limitations or alternative approaches offered.

Technology Capabilities
Does the solution include? (Yes/No)
Explanation
1. Cybersecurity Industry Certifications – Provide a list of certifications held in the explanation field
☐ Yes ☐ No
2. Provide the username/password authentication provider used by your solution
☐ Yes ☐ No
3. Multi-factor Authentication (MFA)
☐ Yes ☐ No
4. Secure Data Integrations – Provide a list of application protocol interfaces (API)
☐ Yes ☐ No
5. Network, System, and Security Requirements – Provide a list of URL’s and online domain names for network filtering approvals
☐ Yes ☐ No

G. Additional Information

1. List additional information/comments below on your company and/or solution:

Click or tap here to enter text.

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